Customer Success Manager

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Expel

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2016

🔒 Cybersecurity

☁️ SaaS

Cybersecurity • SaaS • Technology

Expel is a leading cybersecurity company specializing in Managed Detection and Response (MDR) services. They offer a range of solutions, including phishing investigation, threat hunting, and vulnerability prioritization, tailored for organizations of all sizes with 24x7 protection. Expel's Security Operations Platform, Expel Workbench™, integrates with existing tech to enhance security operations. Their expert team and advanced technology help reduce alert noise, respond swiftly to incidents, and improve overall security posture, enabling organizations to focus on core business activities without worrying about cybersecurity threats.

📋 Description

• Drive renewal rates toward 95%+ across your book of business by staying ahead of risk, building genuine relationships, and helping customers get measurable value from Expel • Own the business relationship with security leaders, key practitioners, and where possible, the people who hold the budget — and make sure they can articulate Expel's value to their own leadership • Lead business reviews (sync or async, depending on the account) that tie Expel's work directly to what the customer cares about • Spot and qualify expansion opportunities — cross-sells, upsells, overages — and hand them off to Account Executives to close • Orchestrate internal resources (SSEs, TSEs, Support, Product) to make sure nothing falls through the cracks when customers need something • Keep customers informed and calm during security incidents, coordinating with the SOC on the technical side while you handle the relationship • Forecast renewals accurately, support senior teammates on complex situations, and participate in an on-call rotation for escalations a few times a year

🎯 Requirements

• 2+ years in customer success or account management • At least 2 years working in the security industry — whether in operations, consulting, GRC, incident response, or product • A track record of driving retention and spotting growth opportunities in B2B environments with multiple stakeholders • Bachelor's degree and/or relevant certifications are a plus • You know when to listen and when to recommend — and you're better at the former than most • You can flex your communication style from a technical practitioner conversation to a C-suite presentation without losing your thread • You understand the cybersecurity market: MDR, EDR, SIEM, NDR, the competitive landscape, and how a well-run security programme actually works • You're familiar enough with security frameworks (NIST CSF, etc.) and the attack lifecycle to field basic questions and know when to pull in deeper expertise • You can juggle a portfolio of accounts without letting anything slide

🏖️ Benefits

• occasional travel to Expel HQ in Herndon, VA or to client sites may be required